Kieran Gavin
Dublin,Ireland
Summary
Experienced Cloud Support Engineer II at Amazon with a strong focus on RDS and Aurora MySQL. Specialized in troubleshooting complex database performance and availability issues, supporting large-scale migrations, and resolving high-priority escalations. Recognized Subject Matter Expert (SME) in MySQL, providing mentorship, conducting technical interviews, and driving improvements in documentation and operational excellence. Skilled in AWS services (RDS, DMS, EC2, IAM, VPC), database optimization, and cross-functional collaboration. Committed to enhancing customer experience by delivering fast, reliable solutions in high-impact environments.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Cloud Support Engineer II
Amazon Web Services
Dublin
07.2025 - Current
- Lead resolution of critical escalations involving Aurora and RDS MySQL, driving root cause analysis and ensuring minimal customer impact.
- Act as SME Engine for MySQL AWS-managed database architecture, supporting complex troubleshooting issues involving replication, performance, and failover scenarios.
- Mentor and onboard new engineers through technical training, case reviews, and live shadowing sessions.
- Conduct technical interviews to assess database and cloud proficiency across support candidates.
- Improve and author internal and customer-facing documentation, enhancing operational clarity and reducing time-to-resolution.
- Collaborate with service teams to address platform-level issues, influence product improvements, and advocate for customer needs.
Cloud Support Engineer
Amazon Web Services (AWS)
Dublin
12.2022 - 06.2025
- Provide technical support for RDS, MySQL, Aurora and SQL Server databases.
- Troubleshoot performance issues and optimize database efficiency for enterprise clients.
- Mentor junior engineers, guiding them through technical challenges and customer interactions.
- Assisting customers with complex migrations.
- Support AWS core services (IAM, EC2, VPC, EBS, S3) in relation to RDS.
- Contribute to the knowledge base, improving customer self-service and resolution times.
Cloud Support Associate
Amazon Web Services (AWS)
Dublin, Leinster
06.2022 - 12.2022
- Assisted customers with database architecture, integration, and best practices.
- Resolved critical customer issues through advanced troubleshooting techniques.
- Collaborated with AWS teams to reproduce and diagnose complex database issues.
- Developed training materials and tutorials to enhance customer knowledge.
IT analyst
Nostra
Dublin, Leinster
01.2021 - 03.2025
- Delivered responsive support in high-pressure environments, adhering to SLAs and minimising client downtime.
- Provisioned and deployed end-user devices at scale, including OS installation and user environment setup.
- Managed Microsoft Active Directory tasks involving account creation, password resets, and permissions auditing.
- Diagnosed and resolved network connectivity issues, focusing on DNS, DHCP, and router troubleshooting.
- Resolved Tier 1–2 IT support tickets by diagnosing hardware, software, and peripheral problems.
- Maintained comprehensive documentation for support tickets and resolution workflows for future reference.
IT Field Engineer
Nostra
Dublin
04.2021 - 07.2021
- Traveled daily to client sites across Ireland to diagnose and resolve a wide range of IT infrastructure issues, often in high-pressure environments requiring rapid problem-solving.
- Installed, configured, and supported enterprise-grade network hardware, including managed switches, routers, and wireless access points across diverse client sites.
- Conducted LAN setup for new offices, including physical cabling, IP planning, VLAN configuration, and switch installation.
- Deployed and maintained Uninterruptible Power Supply (UPS) systems in server environments to ensure business continuity and power resilience.
- Diagnosed and repaired hardware issues (screens, drives, memory, etc.) and escalated complex faults with clear documentation.
Education
Bachelor of Science - Computer Science
Technological University Dublin
Dublin 09.2018 - 06.2022
Skills
Databases:
MySQL, RDS, SQL Server, PostgreSQL, Query Optimization, Replication, High Availability, Backup & Recovery
Cloud & DevOps:
AWS (RDS, DMS, EC2, S3, IAM, VPC, CloudWatch, Lambda, Glue, Athena), Terraform (basic), AWS CLI, Bash
Scripting & Automation:
SQL, Bash, Python (basic), Terraform (IaC)
Operations & Support:
Incident Management, Root Cause Analysis, Performance Tuning, Tier-3 Escalations, Monitoring & Alerting, On-call Support
Tools & Systems:
Git, Power BI, Tableau, Networking (TCP/IP, DNS, VPN), System Diagnostics
Certification
- AWS Certified Solutions Architect – Associate
- AWS Certified Database – Specialty
- AWS Certified AI Practitioner
- Amazon RDS MySQL SME
Timeline
Cloud Support Engineer II
Amazon Web Services
07.2025 - Current
Cloud Support Engineer
Amazon Web Services (AWS)
12.2022 - 06.2025
Cloud Support Associate
Amazon Web Services (AWS)
06.2022 - 12.2022
IT Field Engineer
Nostra
04.2021 - 07.2021
IT analyst
Nostra
01.2021 - 03.2025
Bachelor of Science - Computer Science
Technological University Dublin
09.2018 - 06.2022
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